Multilingual Service Desk Analyst (Japanese)

Position Description

Want to expand your experience in one of the world's largest IT and business consulting services firms?

JOIN CGI PHILIPPINES!

We are looking for a dedicated and enthusiastic Japanese-speaking L1 Customer Support Agent to join our growing team.

In this role, you will be responsible for delivering outstanding customer service and technical support to clients through phone, email, and chat. The ideal candidate is passionate about helping others, has excellent communication skills, and possesses a solid foundation in technical troubleshooting.

Qualifications:

• Fluent in both Japanese and English (near-native proficiency)
• Strong verbal and written communication skills
• Basic to intermediate knowledge of Windows and Microsoft 365 (M365)
• Experience or aptitude in technical troubleshooting and customer support
  
  

Your future duties and responsibilities

• To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Follow agreed escalation procedures.
• To come in on time and on scheduled shift and Breaks assigned by people manager.
• Follow rest day schedule as assigned.
• Assists Service Desk Specialist in processing non-complex work orders, service request as necessary support requirements assigned by the Service desk management team or Service Desk Manager
• Advise people manager of planned/unplanned leaves as below:
• Vacation leave – at least 10 days in advance of planned leave date
• Sick leave - at least two (2) hours prior to the start of the shift. A member, when using sick
• leave, must notify his manager (or next higher-ranked manager) via a phone call to the
• manager’s direct office line or mobile phone within the prescribed lead time.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.cgi.com
• Ensure feedback is given to people manager if potential issues are detected.
• Ensure feedback is given to people manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.
  
  

The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Required Qualifications To Be Successful In This Role

• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field
• At least 2 years of experience in Service Desk, Helpdesk or Technical Support.
• Proficient in written and verbal communication in the English and Japanese language.
• Keen attention to detail.
• Proficient computer and technical skills.
• Solid analytical and problem-solving skills.
• Good process mapping ability.
• Amenable to work in our Ortigas and Mckinley, Taguig site
• Proactive, service minded and able to multi-task.
• Good interpersonal skills (empathy, verbal dexterity, etc.)
  
  

Required Qualifications To Be Successful In This Role

Only candidates' applications meeting minimum qualifications will be processed.

Successful candidates will enjoy these benefits when they join CGI:

• Career Development
• Multicultural Interaction
• Hybrid Work Setup
• Laundry Allowance
• Rice Subsidy Allowance
• Uniform Allowance
• Share Purchase Plan (SPP)
• Profit Participation Plan (PPP)
• Provident Fund
• Leave Entitlements
• HMO Coverage (upon hire)
• Extended HMO Coverage
• Group Life Insurance
• Health and Wellness Program
• Member Referral Program
• Special Meal Allowance
• Member Assistance Program (MAP)
• Corporate Social Responsibility Program
  
  

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.